task |
details |
who |
when |
check RT support queue |
Respond to tickets in a timely manner, passing on to other Units where appropriate - the current RT Best Practice document will be revamped shortly once we upgrade to RT4 |
frontline desk |
|
Staff rota |
Prepare the rota which is sent out weekly Arrange appropriate cover when staff are unavailable. |
Lindsey |
|
restore requests |
Respond to user file restore requests by following restore procedure |
Jennifer |
ad hoc |
Video Recording Support |
Organising, maintaining equipment, editing/uploading videos |
Ross |
ad hoc |
account archiving |
ensure expired accounts are archived |
Lindsey |
ad-hoc |
account creation |
This is substantially automated and staff/students can print password details using the portal Visitor password details still need to be printed out and passed to the sponsor. |
Jennifer |
as required |
account management |
adding/removing roles managing quota |
Jennifer |
as required |
AFS groups |
Create/Maintain AFS groups space |
Ross |
as required |
Check toner stock |
(using Scott's info. page) |
|
as required |
CO clinics |
Arrange monthly CO clinics: Email COs with possible dates and ask Units to nominate representative Email staff + PhDs with details at least one week before On the day, identify which Unit is best to answer user queries and contact CO |
|
as required |
desktop installs and upgrades |
liaise with User Support Manager on deadlines for annual desktop replacements Distribute workload amongst team Liaise with User Support Manager on schedule for O/S upgrades Distribute workload amongst team Identify any potential problems with the upgrade and notify User Support Manager Respond to RT tickets for new staff/student/visitor machines and notify User Support Manager of any issues. Use sql scripts to query orders database to identify machines to be replaced |
Carol |
as required |
Exam preparation |
liaising with ISS regarding exam dates, times and room(s) to be used. Follow procedure for timescales regarding when exam papers are due and arrange test with lecturer/TA. Arrange physical check of lab machines in advance of the exam and fix any problems Organise other CSO help for exam day if required. |
Richard |
as required |
ISSRT configuration |
Respond to RT tickets regarding ISSRT configuration Pass to RAT where appropriate |
Richard |
as required |
Lecture recording |
Providing support |
Ross |
as required |
Mac support |
Provide support for macs |
Ross |
as required |
Mail list creation |
Although many lists are automatically generated, users may request lists which require manual setup |
Jennifer |
as required |
MDP issues |
General MDP support/upgrade although MDPs generally supported by IS Provide initial support for admin staff, referring to IS where necessary. |
Lindsey |
as required |
Ordering toner |
non-Canon |
|
as required |
respond to nagios warnings |
Nagios messages go out to us-unit so anyone can potentially respond. Desktop warnings (i.e. lectern machines) should be dealt with promptly by Frontline Desk. Server warnings need to be investigated immediately by Senior CSO. problem should be acknowledged in nagios if appropriate and depending on severity, contact User Support Manager. |
Richard/Ross |
as required |
US unit server maintenance |
includes reboots/installation etc. Check weekly emails sent by Stephen to identify server issues/required reboots and arrange schedule with affected users Arrange schedule and deadline of O/S upgrades with User Support Manager Advise users of any planned downtime Amend alert page and disruption page Install DICE servers for users, liaising where appropriate with User Support Manager. |
Richard |
as required |
CSBE support |
provide support for CSBE users |
|
as specified in SLA |
check backup report |
confirm that nightly backup has completed successfully This involves checking the backup report which is mailed daily. In particular, check under 'lastbackup' section for any partitions that have not been backed up in the last 24 hours (excluding self-managed partitions) and also for any CORRUPT volumes or DRIVE IDENT errors If any exist, report this to User Support Manager If backup report hasn't been mailed by 13:00, notify User Support Manager |
to be decided but will probably need change to tibs.conf |
daily |
check mirror logs |
confirm that mirroring is successful check that the mirrors of the docproj sites and RT have mirrored successfully Notify User Support Manager if any errors |
|
daily |
check printer status |
email is sent half-hourly giving notification of possible stuck jobs. Any issues should be investigated as soon as possible Technical problems that cannot be resolved by us should be reported to the technicians Other issues that cannot be resolved should be passed to User Support Manager |
Frontline desk |
daily |
check tape status |
ensure tape library has sufficient blank tapes An email is sent at 09:00 showing the number of blank tapes. This shouldn't fall below 20. Follow procedure for recycling tapes - this will be further automated but requires input from Teradactyl. |
Frontline desk |
daily |
Locking server room |
|
Jennifer |
daily |
Lab checks |
All lab machines should be checked regularly The profile page should be checked daily to identify any profile issues. The lab machines should be given a weekly physical check and more frequent checks during busy periods |
|
daily/weekly |
Testing release |
e-mail notification |
Carol |
Monday |
Laptop audit |
All School-bought laptops/tablets/portable devices need to be identified and tagged with a barcode. Serial number, barcode, allocated and machine name need to be collected and recorded. Work to be divided up within the team. |
Carol |
Ongoing |
AV checks |
carry out routine maintenance checks This used to be done by the student helpers. Nagios monitoring provides some level of warning of issues |
|
weekly |
profile checks |
Stephen's Monday emails needs to be checked and any issues with US managed machines resolved |
|
weekly |
release testing |
perform tests on all necessary platforms, normally on a Monday Log any issues in bugzilla and inform MPU when task complete |
Richard |
weekly (Monday) |